Introduction

In some service scenarios, the agent needs to escalate a call to another extension/area (transfer) or add a third party without cutting the conversation (conference). For these cases, wolkvox Studio includes the “Join or conference” component in Agent Scripting, which adds direct actions to the agent's script within wolkvox Agent, requiring no additional configuration.

Configuration

Connect your script flow to the step where it makes sense to enable escalation.

When the agent reaches that step of the script, in the Agent Script tab, they will see action buttons such as:

• Transfer (to transfer the call).
• Conference (to start a conference).

From that same step, the agent executes the necessary action and then continues with the script.